Customer Service Representative

Ensures customer satisfaction and retention throughout the entire customer order life cycle journey. Serves as the primary point of contact for customer inquiries and safeguard customer-related information and sales orders. Responsible for ensuring orders are processed promptly, meet our lead time parameters, and balance the needs of the business and the customer. Produces daily and weekly reports communicating pricing issues, shortages, and product allocations to our customers, brokers, and sales network.

At Butterball, we exist to help people pass love on. As the most recognized name in turkey, the brand represents more than 60 years of cherished memories, providing quality, great tasting products that make meals something to celebrate every day. We proudly believe that life at Butterball means having a team who supports you, having the opportunity to grow personally and professionally, and making an impact on the health of others daily.

Whether you choose to work at one of our five (5) manufacturing facilities in NC, AR, MO, farms in AR, NC, and KS, corporate office in NC, IL, or in the field, we believe we have an opportunity for everyone to succeed. At Butterball, we believe in fostering a culture where every team member is valued, has the opportunity to grow professionally and contribute to our success. Join us in our Purpose and apply for an opportunity today!

Key Responsibilities

1. Retrieves, processes, releases, and confirms all sales orders and revisions are accurate in relevant systems.
2. Assists with electronic data interchange (EDI) order flow, including Data Universal Numbering System (DUNS) manual entry, outside warehousing, and invoicing.
3. Provides exceptional customer service, responding promptly and with professionalism to customer emails and phone inquiries on order status, delivery issues, product information, etc. Fields and resolves customer issues and inform Sales of the results with the customer.
4. Supports sales goals (on-time and in-full) assisting sales team and brokers to meet sales targets (i.e., order changes, price adjustments, substitutions, freight charges).
5. Supports demand planners/supply chain with forecasting and order allocation processes.
6. Assists the sales and credit departments by researching and reviewing price discrepancies, deductions, and invoice issues. Creates customer returns, credits, and debits.
7. Works closely with cross-functional teams and outside warehouse partners to help resolve service issues, (e.g., late delivery, date changes, and product rotation).
8. Coordinates Over/Short/Damage (OS&D) returns with Transportation and Credit departments. Creates customer Return Merchandise Authorizations or debits and credits as needed to align customer receipts
9. Orders customized product sample packages for customers, sales, marketing, copackers, and special events (e.g., food shows cuttings).
10. Communicates daily with multiple departments, internal and external at all levels, to resolve everyday transactions and communicate shortages, delayed deliveries, pool changes, etc.
11. Practices and communicates customer service procedures and policies, including new broker and sales training, to meet alignment with our company's visions, goals, and procedures.
12. Creates and sends proforma invoices and risk account payment reports.
13. Maintains price confidentiality and updates pricing in relevant systems as needed and approved.
14. Assists national and international sales teams, including communicating with USDA to request and resolving export documentation issues and coordinating export and expedited orders.
15. Provides necessary documentation to support Sales and Finance deduction resolution (Bill of Lading, PODs, etc.), invoicing for domestic and export, etc.

Minimum Qualifications (Educations & Experience)

1. High school diploma, GED, or equivalent
2. 3+ years of experience or the knowledge, skills, and abilities to succeed in the role
   
   
   
   1. OR Associates degree in related field and 1+ year of relevant experience
   
   
   
   

Knowledge, Skills, and Abilities

Butterball Core Competencies

Caring about people, valuing contributions, and empowering to succeed is the Butterball Way. We recognize the value that different perspectives and cultures bring to Butterball and seek to create an environment where everyone can thrive. Everyone has a seat at the table and is expected to embody our core competencies:

• Safety First: We put safety first. The health, safety, and well-being of our people, products, and turkeys is everyone's responsibility and everyone's jobs.
• Integrity: We trust each other to do the right thing. We act with integrity and gain the confidence and trust of others through honesty, respect, and authenticity.
• Stewardship: We take care of what matters. We are accountable to our commitments and take responsibility for the well-being of our teams, our quality, our customers, our business, our brand, and our communities. We are always answerable for our actions and those we lead.
• Enthusiastic Attitudes: We create a climate where everyone feels they belong and can be engaged, every day. Where our people are enthusiastic and motivated to do their best and work together to make great things happen.
• Continuous Improvement: We are committed to continuous improvement. We challenge ourselves and our company to constantly learn, develop, grow, improve, and innovate.

Essential Knowledge, Skills, and Abilities

1. Excellent customer service skills with the demonstrated ability to recommend and deliver customer-centric solutions
2. Strong written and verbal communication skills with the ability to collaborate internally and externally at all levels, demonstrating etiquette and professionalism
3. Ability to find equitable solutions, balancing the needs of the business and our customer
4. Demonstrated ability to effectively prioritize work and contribute as part of a cross-functional team
5. Ability and commitment to fostering relationships
6. Proficient with Microsoft (MS) suite (i.e., Word, Excel, PowerPoint, Teams, Outlook, etc.)
7. Excellent organizational skills and attention to detail with effective time-management and prioritization skills
8. Highly skilled at working in a fast-paced operational environment with a keen sense of urgency
9. Ability to work some weekend or after-hour work to support time zone differences or urgent issues as needed
10. Ability to work flexibly from either office or home environments as needed

Preferred Knowledge, Skills, and Abilities

1. Associates degree in related field
2. Experience in related manufacturing field
3. Experience using Enterprise software such as S/4(SAP), JDA, etc.
4. Strong excel skills

Physical Demands

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, keyboard, and occasionally lift up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.

Working Conditions & Travel Requirements

• Work is performed in a climate-controlled office environment or remotely. For remote work, the employee must have a dedicated workspace to safely setup and use assigned IT equipment, preferably free from distractions. The employee is responsible for ensuring adequate internet service is available when working remotely (the recommended minimum speed is 20mb download and 5mb upload).
• The noise level of the environment is usually moderate.
• Occasional travel may be required.

Disclaimer

We embrace equal opportunity employment. Butterball is committed to the fair and impartial treatment of all employees and applicants for employment without regard to gender, age, race, religion, color, national origin, physical or mental disability, military/veteran status, sexual orientation, gender identity and expression, genetic information, marital status, parental status, pregnancy, or any other status protected by law.

This position is deemed Safety Sensitive for purposes of Butterball's Drug/Alcohol Screening & Testing Policy. Details will be provided to individuals who receive a conditional job offer, or upon request.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of what is required of personnel so classified. Furthermore, they do not imply or establish a contract for employment and are subject to change at the discretion of the employer.